Sprint Ranks Second in Customer Service in J.D. Power and Associates Study, Scores Number One on the Web
A recent report from customer service research group J.D. Power and Associates has ranked Sprint second in customer service among the major U.S. wireless carriers. This study is based on the response from 9,098 wireless customers that contacted customer care in the past six months. In addition to snagging silver, the Now Network struck gold in the web arena, ranking number one in online satisfaction.
For those of you that don’t believe in contracts, Sprint also scored big in the survey’s prepaid review. Virgin Mobile USA ranked the highest in non-contract wireless service providers, with Boost Mobile coming in second. Though this is quite the accomplishment, some of you may or may not agree with these findings and we’d definitely like to hear your thoughts. Feel free to use the comments below to share your recent customer service experiences with the house that Hesse built.
Source: Sprint
I have had nothing but great customer service from Sprint. I was checking an esn through chat the other day and ended up saving the $10 premium data charge on my Optimus line. Not quite sure how it happened, but I’ll take it.
thats normal…. my optimus is a backup phone for my family, and i can never switch phones back and forth b/c the optimus doesnt have the $10 dollar fee.
sorry, didnt explain my thought fully
I can never…. “switch it online w/o data plan changes)*
Yeah in the mid 2000′s their CS sucked. I got a promotional plan then somehow ended up with two plans because my OG plan wasn’t canceled. They really have turned it around recently. All these “former” customers are bad mouthing a company that doesn’t exist now.
What exactly does “online satisfaction” mean? It can’t be the data network, because that’s been going down hill for a long time. Is it the online account tools? If so, it’s pretty good, though the Sprint chat has become as slow as their 3G network.
Their customer service is highly ranked not their actual service. I can’t get a signal anywhere with my damn phone. premium data my ass!
Are you kidding? Sprint does nothing for long time customers but take up time and put them on hold. They cancelled my Nascar plan and when I asked to upgrade my phone they told me it would be free then $48 then $150 then just less than $150 then after speaking to a reported manager named Carlos it took over 10 minutes for him to come up with a price of $162. I have been a customer for 14 years and seen them go from bad to okay to worse. I will pay more to receive what I am promised. It is not my fault they had a champagne taste with a beer budget.
Sprints Customer Service use to be great in the early 2000′s. After the Nextel Merge everything went down hill. Half the time you called in you’d get someone from the NexTel billing group who didnt know anything about sprint. And when you had a phone problem you could walk into any store and pick up a new phone if you had insurance. Flashforward now, last 4 years or so, you have issues with a phone you have to send it in and wait for them to mail you a refurbished phone. They then charge your account immediately for the replacement but take 3 months to credit you back upon receiving your old phone. And half the time the refurbished phones only last 8 or 9 months before they break down. The repaint of the refurbed phones comes off within 3 or 4 months.
Now the latest debacle about pushing back the release of their new phones they marketed to their customers. First its delayed two weeks and then they wont give the customers any definate ship date. I placed an order promptly at midnight July 1st to receive the new S3 phone and now it is Monday 6pm and still no update on my order. Calling sprint yields nothing. 1st call was “you will have an email by 5pm”, second call was “oh we are working on the system so we cant tell you anything”. Same blow off they have done for weeks on their forum. They have zero concern for their customers. I have been without a phone over a week now because I was convinced by the Sprint reps to upgrade my phone since my contract was eligible. Now who knows how long I will be without a phone thanks to their deceit and incompetence. Oh, and bait and switch, tell you the new phone will be $249 and you get a $60 credit for the old phone, but then the bill comes out to $400 for the new phone, I wont see the $60 back for at least 3 months. They snuck in a $40 upgrade fee which they never had before and was not made clear or advertised before hand.
I am sorely tempted to cancel my order and switch carrier at this point.
Sprint’s customer is absolutely disgusting. I’m not sure what are the requirements or credentials to work at Sprint because it seems as though idiots are on the other end of the line. Never have I ever experienced such abuse. Oh did I fail to mention that I have been a loyal customer since Nextel days? I will take all 50 of my lines to another company without a problem. I will cancel ALL of my contracts and end my business accounts with Sprint!